Copyright 2020 All Rights Reserved. Reproduction without

Copyright 2020 All Rights Reserved. Reproduction without permission is prohibited.


During this Training Event You Will…

• 6 steps to overcome your clients' resistance to change

• Earning, maintaining and restoring client trust

• Establishing and preserving boundaries with problematic, fee sensitive and procrastinating clients

• Guiding your clients through the adoption of essential technologies

• The four-step process for communicating your value and leading clients toward the price you deserve


Scaling New Heights 2021

• Over 1,000 Certified QuickBooks ProAdvisors

• Over 100 Unique, Advanced Breakout Sessions

• Certification Exam Preparation (QBO Advanced and QuickBooks Payroll)

• Over 100 QuickBooks-Integrated Solutions

• Intuit Executive Keynotes and Interactions

• …and More!

www.ScalingNewHeights.com


Segment 1

6 Steps to Overcome Your Clients' Resistance To Change


Step 1: Understand Your Client’s Personality Style

Popular Sanguine (Otter)

•Feeling and Inspiration

•Struggles with Detail

•Verbal Processor

•Appropriates Visually

•Applies Strategically

Powerful Choleric (Lion)

•Production and Effectiveness

•Resistant to the Processes of Others

•Resistant to Time Consuming Activities

•Strong Personality

Perfect Melancholy (Beaver)

•Accuracy and Consistency

•Struggles to Perform without Specific Processes

•Perfectionistic →Procrastination

•Requires Structure and Lead Time

Peaceful Phlegmatic (Golden Retriever)

•Culture & Synergy

•Struggles with Confrontation

•Will Not Tell You What they Actually Think

•Need Collaboration to Complete Tasks


Step 2: Understand Your Client’s Relationship Saboteurs

Judge(All Personality Styles)

• Compels you to constantly find faults with yourself, others, your conditions, and your circumstances

Sticker(Beaver)

• Takes perfection, order, and organization too far

Pleaser(Golden Retriever)

• Attempts to gain acceptance and affection by helping, pleasing, rescuing, or flattering others constantly

Hyper-Achiever(Otter, Lion, Beaver)

• Attempts to gain self-respect and respect of others through performance

Victim(All Personality Styles)

• Gains attention and affection through communication of hurt/pain


Step 2: Understand Your Client’s Relationship Saboteurs

Hyper-Rational(Beaver)

• Attempts to suppress emotion in interactions with others

Hyper-Vigilant(All Personality Styles)

• Maintains intense and continuous anxiety about relationships and surroundings

Restless(Otter)

• Needs constant activity

Controller(Lion)

• Bends the will of others and adjusts circumstances to one’s control

Avoider(Otter, Golden Retriever)

• Denies or rejects unpleasant tasks or aspects of a relationship


Step 3: Discover Your Client’s “Why”

• What is Your Client’s Dream?

• What is Your Client’s True North?

• What Change Does Your Client Wish to See in the World?

• What Higher Principle Does Your Client Follow?

• How Does the Client Connect the Business Operations to this “Why?”

The power of listening is the power to change hearts and minds. More consequentially, it is the power of giving people what they most desire – to be heard and understood. – Dale Carnegie


Step 4: Put the Tuna On the Other Side of the Door

Tap into Your Client’s Inner Desire, Inner Hero, Instinctive Behavior,

Personality Style


Step 5: Provide Accountability and Reinforcement

• Set Specific Goals/Milestones and Get WrittenClient Agreement

• Locate and Recruit Champions within the Client’s Organization

• Regularly Reinforce the Connection between the Change and the Client’s “Why”

• Fold Client Performance Failures into Your Pricing Model → Boundaries Segment

• Exercise Frequent “Small” Confrontations


Step 6: If Necessary, Deploy “Big” Confrontations

Maintaining and Restoring

Client Trust

Setting and Maintaining Boundaries

Failure Here May Require a Termination of the Client Relationship

Addressing “Big Confrontations” in Upcoming Segments


Step 6: If Necessary, Deploy “Big” Confrontations

Maintaining and Restoring

Client Trust

Setting and Maintaining Boundaries

Failure Here May Require a Termination of the Client Relationship

Addressing “Big Confrontations” in Upcoming Segments


Segment 2

Earning, Maintaining and Restoring Client Trust


Defining Trust

• Interactive Trust: I trust the way you will react when I…

• Confront You

• Share Vulnerabilities with You

• Inconvenience You

• Passive Trust vs. Active Trust

• Passive Trust: I Trust You to Perform in a way that is Consistent with Your Professional Ethics (Loaned) and Past Behavior (Reinforced)

• Active Trust: I trust your guidance and will adjust my life and business accordingly


Earning Client Trust

Demonstrate Respect

Create Transparency

Right Wrongs

Show Loyalty Deliver Results Get Better

Confront with Facts

Clarify Expectations

Practice Accountability

Listen FirstKeep Commitments

Extend Trust



• Harmonize Honesty and Kindness

• Exercise Transparency

• Be Concise and Clear

• Combine character-based and credibility-based trust

• Path to credibility-based trust • Confidence = past successes/accomplishments applied to

today’s situations

• Confidence consistently exercised → consistent results

• Consistent results → competency

• Competency → credibility



Interactive Trust

Character CredibilityActive Trust


Restoring Trust

Step 1: Consider the Client’s Character and Intent• Restored trust is a change of feelings and perception by

the other person.

• You cannot control this outcome. You are dependent on the response of the other person.

• If the other person doesn’t have the desire and/or ability to change their feelings or perception of you, focus primarily on damage mitigation.

If the person has the desire or ability to change their feelings or perception, proceed to Step 2.


Restoring Trust

“People tend to judge others based on behavior and judge themselves based on intent. Thus, poor but well-intended behavior can lead others to assume bad intent, which significantly increases the withdrawal and the difficulty of restoring trust.”

- Stephen M.R. Covey


Restoring Trust

Step 2: Determine the Nature of the Trust Breach• Is this a character trust breach or a competency trust

breach?

• If there is a character trust breach, be realistic about the ability for and timetable around restoration. In the short term, you may need to focus primarily on damage mitigation.

If there is a competency trust breach, proceed to Step 3.


Restoring Trust

Step 3: Agree with the Client on the Specifics of Restoration

• This is an outcome that will make you whole.

• Exercise the appropriate grace and mercy for bullet 1

• Formalize the agreement – make the restoration contractual (e.g., through an engagement letter).

Step 4: Hold the Client Accountable for the Restorative Outcome


Segment 3

Establishing and Preserving Boundaries

With Problematic, Fee Sensitive and Procrastinating Clients


Step 1: Restrain Your Inner Rescuer

• Conduct a DISC Assessment to Determine Your Propensity to Rescue in Professional and Personal Relationships

• Nurture Yourself toward Independence and Your Clients toward the Same• Be Proactive

• Begin with the End in Mind

• Put First Things First

• Nurture Yourself and Your Clients toward Interdependence• Win-Win

• Understand First

• Synergize


Step 2: Clearly Communicate Your Process

• Set Expectations around Deadlines, Processes and Technology

• Establish a Written Covenant with Your Client and Sign the Covenant

• Never Reward “Bad Behavior” with Positive Reinforcements (Even Passively)

• Fold Process Compliance and Technology Compliance into Your Pricing Model


Step 3: Be Reasonable with Your Process

• Minimize Client Legwork

• Modernize (and Mobilize) Client Interactions

• Provide Sufficient Lead Time

• Check in with Clients Incrementally

• Deadlines Permitting, Adjust to Your Client’s Business Environment or Seasonal Workloads


Step 4: When Necessary, Restore Trust

Per Previous Segment


Step 5: When Necessary Terminate the Relationship

• Client Doesn’t Take Ownership of Mistakes

• Client Refuses to be Coached

• Client Refuses to Adapt to Your Process

• Client Can’t Overcome their Saboteurs within the Relationship


Step 6: Proactively Prune Your Client Base

Am I compatible with the company operationally?

✓ Not fee sensitive/Profitable Relationship

✓ Healthy culture

✓ Willingness to adopt new technology

✓ Coachable

✓ Compatible to my world view and personal ethics

Am I compatible with the company professionally?

✓ Fits industry specialization

✓ Seeks core services I offer

✓ Uses technology where my practice has core expertise

✓ Engagement/project complexity fits scale of my practice infrastructure


Segment 4

Leading Clients through Technology Adoption


Segment 5

The Four-Step Process for Communicating Your Value

And Leading Clients toward the Price You Deserve


Four Step Process for Pricing Conversations

Focus on the Return on Investment

Present a formula for value calculation with sample data showing a return on investment of at least 2-3 times the price you quote to the client.

The client will likely challenge the numbers, but almost never the formula but at the end of the negotiation, you can get the engagement even if there is no multiplier.

Get the client to think…at a minimum: “Engaging with this adviser will not generate a net cost for my company.”


Microsoft 365 Implementation Boot Camp

10-week Boot Camp begins Week of October 4th

Learn how to: • Deploy, or expand your use of, Microsoft 365 in

your business, including transferring email & files, if applicable.

• Modernize team collaboration , document sharing, and business information.

• Centralize information through comprehensive Microsoft Cloud utilization.

• Adopt best practices for the use of Microsoft 365 applications.


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CERTIF IED TRANSFORMATIVE ADVISOR


Transformation with Woodard

Transform Your Practice

• Practice Transformation Courses• Increased Productivity

• Ideal Bookkeeping Systems and Process

• Strategic Pricing Workshop

• Advanced Bookkeeping System

Transform Your Clients

• Power Day Courses• Financial Management

• AR Management

• Cash Flow Management

• Advisory Courses• Technology Advisory

• Management Advisory

• Operational Advisory

Email me at [email protected]!


Documents

Copyright 2020 All Rights Reserved. Reproduction without